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The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World Hardcover – 1 Sep 2011

4.3 out of 5 stars 16 customer reviews

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Frequently bought together

  • The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
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  • The Ten Principles Behind Great Customer Experiences (Financial Times Series)
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  • The Effortless Experience: Conquering the New Battleground for Customer Loyalty
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Product details

  • Hardcover: 224 pages
  • Publisher: Harvard Business School Press; Revised and expanded ed edition (1 Sept. 2011)
  • Language: English
  • ISBN-10: 1422173356
  • ISBN-13: 978-1422173350
  • Product Dimensions: 2.5 x 15.9 x 24.1 cm
  • Average Customer Review: 4.3 out of 5 stars  See all reviews (16 customer reviews)
  • Amazon Bestsellers Rank: 62,174 in Books (See Top 100 in Books)
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Product description

Review

"wonderful new book" - FORBES.com

"A variety of companies have started using this: Charles Schwab, Apple, Progressive, Virgin Media, and more. Check out the book and see how to use it for your company." - 800 CEO READ


This year, Reichheld, who is a fellow at Bain & Company as well as the founder of its loyalty practice, and Rob Markey, head of the company's global strategy and marketing practice, published The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, an updated and expanded version of The Ultimate Question. The original lit the spark for the Net Promoter fire in 2006. CRM magazine
wonderful new book FORBES.com
A variety of companies have started using this: Charles Schwab, Apple, Progressive, Virgin Media, and more. Check out the book and see how to use it for your company. 800 CEO READ
"

"This year, Reichheld, who is a fellow at Bain & Company as well as the founder of its loyalty practice, and Rob Markey, head of the company's global strategy and marketing practice, published The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, an updated and expanded version of The Ultimate Question. The original lit the spark for the Net Promoter fire in 2006." -- CRM magazine
"wonderful new book" - FORBES.com
"A variety of companies have started using this: Charles Schwab, Apple, Progressive, Virgin Media, and more. Check out the book and see how to use it for your company." - 800 CEO READ

About the Author

Fred Reichheld is a Fellow at Bain & Company. He is the bestselling author of The Loyalty Effect, published by Harvard Business Review Press, as well as numerous articles published in Harvard Business Review. Rob Markey is a partner and director in Bain & Company’s New York office and head of the firm’s global Customer Strategy and Marketing practice.


Customer Reviews

4.3 out of 5 stars
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Top Customer Reviews

Format: Kindle Edition Verified Purchase
If you work in customer service or run your own business you just have to read this book. It provides a practical route map to understanding how you can improve the relationship with your customers and how you can track customer engagement. I have read a lot of books on this subject matter but this is definitely THE defining book.
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Format: Hardcover
This is a revised and expanded second edition of a book published in 2006. In it, Fred Reichheld skillfully develops several concepts in much greater depth. In most of his previous books and articles, he focuses his primary attention on how to build and then sustain trust between and among those who share a workforce. Trust is again an important theme in this latest book because, if customers do not have trust in a company, its people, and its products and services as well as in its values, they will have little (if anything) to do with it and will certainly not recommend it to others.

The eponymous book titles refer to a question of ultimate importance: 'On a zero-to-ten scale, how likely is it that you would recommend us (or this product/service/brand) to a family member, friend or colleague?' As Reichheld explains, the phrasing of that question is 'a shorthand wording of a more basic question, which is, [begin italics] Have we treated you right, in a manner that is worthy of your loyalty? [end italics] 'But the question really wasn''t [and isn't] the heart of things. After all, no company can expect to increase its growth or profitability merely by conducting surveys, however the question or questions might be phrased.'

With assistance from Markey, what Reichheld does is provide a cohesive, comprehensive, and cost-effective management system by which that has three central components: categorizing customers into one of three categories (i.e. Promoters, Passives, an Detractors) through a simply survey, creating an easy-to-understand score based on that categorization, and finally, 'framing progress and success in these terms, thereby motivating everyone in the organization to take the actions required to produce more promoters and fewer detractors.
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Format: Hardcover Verified Purchase
The concept of NPS is good but it is just one more metric, the book tends to overplay it. Also some of the success stories are questionable whether entire success can be attributed to NPS or there were other factors.
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Format: Hardcover Verified Purchase
I bought this book at the request of my boss to see how we could introduce net promoter scores in our business. Having read the book, I am a convert and it is now my opinion that all businesses should run with this pointing to customer focus.

Littered with examples, some british, it explains all you need to know about the basics of why customer service can only really work if the whole business focuses on it in an organic way.

A good book with a little jargon but very understandable.

Recommended
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Format: Hardcover Verified Purchase
Purchased this book after hearing comments at a conference. Having read the book passed it to my manager who then purchased several copies for his other reports to read. The philosophy is gradually taking hold in the business and could be a game changer. Easy reading and it could just change your thinking and hence your business fortune.
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Format: Hardcover Verified Purchase
In a world where the heartbeat is quarterly and everything is about short term profit, this book manages to explain clearly how to build a sane and positive relationship with your customers, which is definitly the key of any long term success.
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Format: Kindle Edition
Given the plethora of Customer feedback being requested and shared nowadays, Net Promoter is a very simple and easy to understand approach to take. Very interesting
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Format: Hardcover Verified Purchase
This is a great book, it's well written and gives some great examples of how companies have implemented NPS into their organisations and the benefits of doing so.
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